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Refund & Cancellation Policy

Effective Date: June 28, 2026

At GTA Marble Studio, we provide custom decorative wall finishes and surface finishing services, including Venetian plaster, Marmorino, microcement, limewash, decorative plaster, fireplace finishes, feature walls, and related custom installation work.

Because our services are custom-made for each client, project, surface, colour, texture, material selection, and site condition, our refund and cancellation terms are different from a standard retail product return policy. Please read this policy carefully before approving a quote, paying a deposit, or scheduling a project.
 

1. Custom Service Policy

GTA Marble Studio provides custom installation and decorative finishing services. Each project is prepared specifically for the client’s space, design choice, selected finish, and approved estimate.

Once materials are ordered, colours are mixed, samples are approved, labour is scheduled, or work has started, the service becomes custom and project-specific. For this reason, completed custom work, installed finishes, custom samples, and project-specific materials are not eligible for standard product returns.

2. Deposits

A deposit may be required to secure a project date, purchase materials, prepare samples, reserve labour, or begin project preparation.

Unless otherwise stated in writing on the estimate or invoice:

  • Deposits are refundable only if the project is cancelled before materials are ordered, samples are produced, labour is scheduled, or project preparation has started.

  • Once materials are ordered, colours are mixed, samples are produced, labour is scheduled, or preparation work has started, the deposit may become partially or fully non-refundable.

  • Any approved refund will be based on the stage of the project and any costs already incurred by GTA Marble Studio.

3. Cancellation Before Work Starts

If you need to cancel a project before the work starts, please contact us as soon as possible by email or phone.

A cancellation may be eligible for a full or partial refund only if:

  • No custom materials have been ordered;

  • No colour mixing or sample preparation has started;

  • No labour or installation date has been reserved;

  • No site preparation or project planning work has started;

  • No other project-specific costs have been incurred.

If project-related costs have already been incurred, those costs may be deducted from any refund.

4. Cancellation After Work Starts

Once installation, surface preparation, priming, coating, finishing, or any on-site work has started, the project cannot be cancelled for a full refund.

If a client cancels after work has started, the client is responsible for payment for:

  • Materials already purchased or used;

  • Labour already completed;

  • Scheduled labour or subcontracted work;

  • Site preparation already completed;

  • Custom samples, colour mixing, and project planning;

  • Any other project-specific costs already incurred.

Any remaining balance or refund, if applicable, will be reviewed based on the completed stage of the project.

5. Installed Custom Finishes

Decorative finishes such as Venetian plaster, Marmorino, microcement, limewash, metallic finishes, decorative plaster, and fireplace finishes are applied directly to the client’s surface.

Because these finishes are custom-installed and cannot be returned like a retail product, completed and installed work is non-returnable and non-refundable, except where there is a confirmed workmanship issue caused by GTA Marble Studio.

Natural variation in colour, movement, texture, sheen, shade, trowel marks, and finish character is normal for decorative and hand-applied finishes. These natural variations are not considered defects.

6. Workmanship Issues

If you believe there is an issue with the completed work, please contact us within 7 calendar days of project completion.

To help us review the issue, please provide:

  • Your name;

  • Project address;

  • Invoice or estimate number, if available;

  • Photos or videos of the concern;

  • A short description of the issue.

If GTA Marble Studio confirms that the issue is related to our workmanship, we may repair, correct, or touch up the affected area at no additional labour cost, depending on the situation.

Refunds are not issued for issues caused by:

  • Pre-existing wall or surface conditions;

  • Moisture, water damage, leaks, humidity, or structural movement;

  • Damage caused by other trades, contractors, cleaners, furniture, impact, or misuse;

  • Client-requested changes after approval;

  • Colour or texture variation that is normal for hand-applied decorative finishes;

  • Failure to follow care or maintenance instructions.

7. Change Requests

Any changes requested after the estimate is approved may affect the project cost and timeline.

This may include changes to:

  • Finish type;

  • Colour;

  • Texture;

  • Number of coats;

  • Wall area or square footage;

  • Surface preparation requirements;

  • Project schedule;

  • Additional rooms, walls, fireplaces, ceilings, or feature areas.

Additional charges may apply for approved changes.

8. Samples and Sample Boards

If GTA Marble Studio provides or prepares custom samples or sample boards, these are made specifically for the client’s selected finish, colour, texture, and project direction.

Custom samples and sample boards are non-refundable once produced, delivered, shipped, or approved, unless otherwise agreed in writing.

9. Refund Processing

If a refund is approved, it will be processed using the original payment method when possible.

Approved refunds are usually processed within 5–10 business days after confirmation. Your bank or payment provider may take additional time to post the refund to your account.

10. How to Request a Cancellation or Refund

To request a cancellation, refund review, or workmanship inspection, please contact us:

GTA Marble Studio
Email: info@gtamarblestudio.com
Phone: 365-323-7144
Service Area: Greater Toronto Area and Ontario

Please include your name, phone number, project address, invoice or estimate number if available, and a short explanation of your request.

11. Contact Us

If you have any questions about this Refund & Cancellation Policy, please contact us before approving a quote or paying a deposit.

GTA Marble Studio
Email: info@gtamarblestudio.com
Phone: 365-323-7144
Website: https://gtamarblestudio.com/

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